customer association process · process • cpor is how partners associate with customers at...

Customer Association Process Claiming Partner of Record (CPOR)

Introduction In this training, we explore the customer association model supporting the FY20 OSU/OSA programs.

ObjectivesBy the end of this training, you will be able to:

• navigate the new customer association process.

• describe the new customer association process.

Contents

1. Introduction

2. A new incentives customer association process:

3. How to associate

• Creating an association (Business Applications)

• Creating an association (Microsoft 365)

4. Providing proof of execution

5. Managing an association

6. Support and resources

Customer Association Process

A new customer association incentive processWhy a new process?

• In Microsoft’s efforts to improve your incentives experience, we have replaced Digital Partner of Record (DPOR) with a new customer associations model; Claiming Partner of Record (CPOR).

• CPOR will put partners in control and lessen the dependency on customer actions.

• CPOR applies to OSU-Microsoft 365, Dynamics 365 under OSU-Business Applications, and OSA Sell. Partners who want to receive incentives for PowerBI will still need to become associated via DPOR.

• In the new CPOR model, you will be associated with the customer at a subscription or product/workload level. You will do this by submitting a customer association through the Partner Center Dashboard.

• This training will run through the creation, submission, and tracking of a customer association.

https://partner.microsoft.com/dashboard

Customer association process

• CPOR is how partners associate with customers at product/workload or subscription level via claims.

• CPOR is how partners will get recognized for the engagement and impact they drive.

• Partners will create the association within Partner Center. Microsoft will verify the association request with the customer.

• A single customer can have multiple partners but only one partner per product/workload or subscription.

Customer association process STEP 1

Partner creates

association

STEP 2

Partner provides

Proof of Execution

STEP 3

Microsoft reviews

association

STEP 4

Microsoft notifies of

approval, rejection,

or action required

STEP 5

Microsoft notifies

the customer

• After you create a new customer

association, Microsoft will verify the

details of the association and proof

of execution provided to ensure its

accuracy.

• If you and another partner claim

for the same customer and

product/workload, Microsoft will

review each partner’s proof of

execution documentation to

determine which partner to

approve.

• Additional information might be

requested from both partners

which could cause delays in

processing your association

request.

• If your association is approved

Microsoft will notify the customer

Creating a customer association (Business Applications)

To create an association, you must follow the steps below:

• Visit Partner Center Dashboard

• Under Incentives, select Customer associations.

• Select +Customer association

Note:

• A new window will open where you provide information about your association.

• Alternatively, you can select the relevant program under the Program dropdown menu. Then select Customer Association.

• Only the following users in Partner Center can view and create associations.

• Incentive Admin

• Incentive User

Creating an association (Business Applications)


A new window opens. Filling out these details will determine the type of association you create.

• Select Solution area

Note:

• This is a dynamic screen where the options change based on your selection.

• The solution area and activity selected are applicable for certain incentive programs.


• Select the desired activity

Note: Do not select “Revenue association” if you also want to earn incentives for this customer association

The revenue association option is only applicable under the OSA Sell incentive program.



The next window appears where you select your location and customer for this association.

• Select MPN location

• Filter locations participating in incentives (if applicable)

• Enter Customer domain name

• Enter Directory ID (Tenant ID).

• Select Continue.



The next window appears where you select the products for this association.

• Select product(s)


Note:

• Products already associated with your organization, will be grayed out and unavailable for selection.

• Only select products you are actively engaged with the customer on. Otherwise your association may be rejected or delayed.

• Business Applications claims are associated at the Tenant/Product/Subscription level



For Business Applications, a new window may appear asking for the Subscription ID.

• Enter Subscription ID

• Select Continue

• The system will then validate the subscription provided

Note:

• The customer must have purchased the subscription.

• Subscription ID is required if the customer has multiple subscriptions of a single product or the product(s) selected don’t exist on the Tenant ID provided.

• Contact the customer associated with this claim for subscription information.

• Please note you must wait 48hrs after subscription activation to claim.


When selecting product(s) for Business Applications associations you may be required to provide the subscription.

Contact the customer associated with this claim for this information. Customers can find this information by

1. Logging into the O365 portal at:https://portal.office.com/

2. Selecting Billing > Products & Services.

3. Selecting the subscription name.

4. Selecting “Partner”.

5. The subscription ID will be visible in the middle of the page.

2

4

5

2

3


If you receive the following error it could be for several reasons:

• The product selected doesn’t exist on the customers tenant

• The subscription provided is not for Dynamics

• The subscription provided is for CSP

• The customer has not yet activated the products for that subscription

• The subscription has already been claimed

• The identifier provided is not a subscription ID



• Add your customer contact information. Microsoft will use these details to notify the customer of your request to be associated.

• Enter your organization’s preferred contact. They should be familiar with the customer, as they will be included in the consent email.

• Name your claim. This will help you easily identify the claim later.

• Select Create claim.

Note:

For privacy reasons, Microsoft will notify the customer contact to give them the option of denying your access to their data. The customer’s Office Portal administrator will also be copied in.



• The association page displays. You can see all the information have just entered related to the claim.

New claim editing functionality in Partner Center:

• If you select Edit you can change some details of your claim like:

• MPN Selection

• Product Selection

• Subscription Selection

• Contact Information

• The Claim Status diagram on the top right, tells you what stage your claim is at and if any action is needed.



• It is possible to see the history of all actions relating to this claim

• You can now upload the supporting documentation for the claim

History


• When finished, click “Submit claim”


Revenue association

View Business Influencer-associated revenue within the “Partner focus–Sales summary” section of PartnerSource Business Center (PSBC).

• Select Performance Area “AX/D365 Rev Rec” for recognition of ERP revenue.

• Select Performance Area “CRM/D365 Rev Rec” for recognition of CRM revenue.

For more details on revenue association and the applicable requirements please review the OSA Sell incentive guide on aka.ms/partnerincentives

https://businesscenter.mbs.microsoft.com/

Create a customer association (Microsoft 365)


• Visit Partner Center Dashboard

• Under Incentives, select Customer associations.

• Select +Customer association

Note:

• A new window will open where you provide information about your association.

• Alternatively, you can select the relevant program under the Program dropdown menu. Then select Customer Association.

• Only the following users in Partner Center can view and create associations.

• Incentive Admin

• Incentive User

Creating an association (Microsoft 365)


A new window opens. Filling out these details will determine the type of association you create.

• Select Solution area

Note:

• This is a dynamic screen where the options change based on your selection.

• The solution area and activity selected are applicable for certain incentive programs.


• Select the desired activity



The next window appears where you select your location and customer for this association.

• Select MPN location

• Filter locations participating in incentives (if applicable)

• Enter Customer domain name

• Enter Directory ID (Tenant ID).




The next window appears where you select the workloads for this association.

• Select workload(s)


Note:

• Workloads already associated with your organization, will be grayed out and unavailable for selection.

• Only select workloads you are actively engaged with the customer on. Otherwise your association may be rejected or delayed.

• Microsoft 365 is associated at the Tenant/Workload level



• Add your customer contact information. Microsoft will use these details to notify the customer of your request to be associated.

• Enter your organization’s preferred contact. They should be familiar with the customer, as they will be included in the consent email.

• Name your claim. This will help you easily identify the claim later.

• Select Create claim.

Note:

For privacy reasons, Microsoft will notify the customer contact to give them the option of denying your access to their data. The customer’s Office Portal administrator will also be copied in.



• The association page displays. You can see all the information have just entered related to the claim.

New claim editing functionality in Partner Center:

• If you select Edit you can change some details of your claim like:

• MPN Selection

• Workload Selection

• Subscription Selection

• Contact Information

• The Claim Status diagram on the top right, tells you what stage your claim is at and if any action is needed.



• It is possible to see the history of all actions relating to this claim

• You can now upload the supporting documentation for the claim

History


• When finished, click “Submit claim”


Submitting Proof of Execution

Proof of ExecutionIn between the creation and submission of your customer association, you will need to provide a proof of execution (POE) for each customer association.

POE must be included with all customer associations, for Microsoft to validate your involvement with the customer. Not applicable for revenue association.

For detailed guidance please review the POE Guidance document on aka.ms/partnerincentives.

Note:

• Partners can either use the POE template, or submit other supporting document (ex: SOW).

• To use the template, select Download Template.

• POE must be included with all claims in order to be submitted.

Proof of ExecutionPOE quality is the determining factor for a successful claim. We require submission of a Statement of Work, a Master Agreement or a Purchase order that contains:

A customer signature or proof of customer acknowledgment to validate your involvement with the customer.

1. Connection between products/workloads and a description of the intended/ongoing work.

2. Activities driving revenue and/or usage growth need to be explicitly stated.

3. The name of the claiming partner and the corresponding customer clearly visible

4. Dates shown clearly. Please ensure milestones and partner/customer signature dates are visible.

Submit an AssociationTo submit an association, you must follow the steps below:

• Drag or browse files to upload the proof of execution for your association.

• Select Submit claim when you are satisfied that you have added the relevant details.

Note:

• Add an optional comment to the document uploaded.

• Add an optional comment with details about your overall association.

Status of a claim

Status of an Association:To check the status of a claim after submission, you must follow the steps below.

• Open your claim. The Submittedstatus is active in the status section.

• A claim will remain in submitted status while it awaits Microsoft review.


• If your claim is flagged for POE review your claim status will change to “Under Review”

• You should expect a response from Microsoft within five business days after your claim status is changed to “Under Review”

• Microsoft will either approve the claim or request additional information.

• Please note, your claim may be in Under Review status for more than five days if the customer is already associated to another Partner. This will result in longer review time because both associations are evaluated.


• If further action is required, your status will be changed to “Partner Action Required.”

• You will be notified, and the upload area will re-activate.

• You will be able to edit MPN selection, Product Selection (and Subscription when applicable), and upload additional POE.

• If you cannot provide additional POE for products within your claim, these should be removed by editing your claim.

• Once you have addressed the feedback. Select Submit claim.

Note:

• Claims will not be processed unless any requested clarifications have been provided back to Microsoft.

• If you do not respond within 30 days your claim will be Rejected. This means that you have not provided proof documents on time and will need to create a new claim.


Once you re-submit your claim and provide all the relevant information, Microsoft will review it again.

If no further action is required, your status section will update to show that your claim is Approved.

After your association is approved a notification will be sent to the customer giving them the opportunity to deny your association. The customer will then have seven days to opt out after Microsoft approval.

Note:

Approved indicates the status of the customer association, not the status of the payment.


If you have not provided all the required information, your claim will be Rejected.

Customer NotificationFor privacy reasons, Microsoft will notify the customer contact to provide them with the option of denying your access to their subscription. The customer’s Office Portal administrator will also be copied.

The customer will receive the consent email.

• If the customer consents to the association request, no action is required from them.

• Customers can deny or cancel the request at any time.

• If the customer denies consent, the status of your customer association will change from Approved to Customer consent denied.

• If customers have questions, they can reach out to the partner contact provided.

Note:

Customer consent opt-out emails are not sent for revenue association requests.

Please note that the claiming partner is not copied on this notification.

Microsoft 365 Business Applications

Customer Notification

This is what the customer will see if they choose to deny or cancel the association per the email.

Resources

https://mspartner.microsoft.com

https://partner.microsoft.com/membership/partner-incentives

https://partnercenter.microsoft.com/partner/home

https://partnerincentives.microsoft.com

https://mspartner.microsoft.com

https://mspartner.microsoft.com/

https://partner.microsoft.com/membership/partner-incentives

https://partnercenter.microsoft.com/partner/home

Thank you.

customer association process · process • cpor is how partners associate with customers at...

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